Customer Service Representative

HomeX Services Group; Providence (RI); On-site; USD 25,000 - 33,000; Full time

Benefits offered by this job

Paid Time Off (PTO)

Holiday Pay

Ongoing training and development

Job summary

HomeX Services Group is seeking a Customer Support Center Representative to provide exceptional service via phone. You will handle inbound/outbound calls, resolve inquiries, and document interactions in CRM systems.

The role emphasizes accuracy, product knowledge, and adherence to policies while supporting a fast-paced team environment. The position offers flexible shift options, ongoing training, and opportunities to grow, with an emphasis on customer satisfaction and teamwork.

Qualifications

• High school diploma or equivalent; additional education is a plus.
• Previous experience in a customer service or Customer Support Center role is preferred.
• Familiarity with Customer Support Center software and systems, including CRM tools and telephony systems.

Responsibilities

• Answer incoming calls promptly and professionally, addressing customer inquiries, concerns, and requests.
• Provide accurate information about products, services, and policies; investigate and resolve complaints or concerns, escalating when necessary.
• Document customer interactions in the appropriate systems or databases.
• Follow established scripts, procedures, and guidelines to ensure consistent, quality interactions.
• Meet or exceed performance targets such as average handle time and first-call resolution.
• Collaborate with team members and departments to resolve issues and improve the customer experience.
• Stay updated on products, services, promotions, and policies to provide accurate information.
• Participate in ongoing training and professional development programs.

Skills

Excellent verbal communication

Written communication

Active listening

Customer focus

Multitasking

Professionalism under pressure

Education

High school diploma or equivalent

Tools

CRM software

Telephony systems

Job description

As a Customer Support Center Representative, you will be responsible for providing exceptional customer service and support through telephone interactions. You will handle inbound and outbound calls, addressing customer inquiries, resolving complaints, and ensuring customer satisfaction. This role will require excellent communication skills, a customer-focused approach, and the ability to multitask.

Why Join Us?

Be part of a team that values exceptional service, teamwork, and continuous improvement. Our Customer Support Center Representatives receive ongoing training, development opportunities, and the support needed to succeed in a fast-paced environment.

With flexible shift options, a strong team culture, and opportunities to grow, this role is a great opportunity for individuals looking to build customer service skills while making a positive impact every day.

Essential Job Functions

• Answer incoming calls promptly and professionally, addressing customer inquiries, concerns, and requests.
• Provide accurate and detailed information about products, services, and company policies to customers. Investigate and resolve customer complaints or concerns, escalating to higher-level support when necessary.
• Maintain a high level of product knowledge to effectively assist customers with booking appointments and educating them on membership opportunities and benefits.
• Document customer interactions, including details of inquiries, complaints, or actions taken, in the appropriate systems or databases.
• Follow established Customer Support Center scripts, procedures, and guidelines to ensure consistent and quality customer interactions.
• Meet or exceed individual and team performance targets, including average call handling time, customer satisfaction, and first-call resolution.
• Collaborate with other team members and departments to resolve customer issues and improve the overall customer experience.
• Stay updated on company products, services, promotions, and policies to provide accurate and up-to-date information to customers.
• Participate in ongoing training and professional development programs to enhance knowledge and skills.
• Adhere to Customer Support Center policies and procedures, including confidentiality and data protection guidelines.
• Contribute to a positive and supportive team environment by actively sharing knowledge and best practices with colleagues.
• Identify opportunities for process improvements and provide feedback to supervisors or managers.

Schedule and Availability

We offer a wide range of shift options, including flexible scheduling opportunities that can be a great fit for students and individuals balancing other commitments. Must be adaptable to a flexible work schedule, including evening shifts, weekends, and holidays as required.

Weekend and holiday availability is required.

Reliable transportation is required to ensure consistent attendance and schedule adherence.

Required Skills and Experience

Qualifications

• High school diploma or equivalent; additional education is a plus.
• Previous experience in a customer service or Customer Support Center role is preferred.
• Familiarity with Customer Support Center software and systems, including customer relationship management (CRM) tools and telephony systems.

Communication & Customer Service Skills

• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Ability to handle difficult or irate customers with patience and professionalism.
• Customer-centric mindset and a passion for delivering exceptional service.
• Ability to maintain professionalism and composure during challenging customer interactions.

Technical & Organizational Skills

• Proficiency in using computers and navigating multiple software applications simultaneously.
• Strong multitasking and organizational skills with the ability to prioritize and manage time effectively.
• Attention to detail and accuracy in data entry and documentation.
• Ability to work well both independently and in a team environment.
• Positive attitude, resilience, and adaptability to handle a high-pressure work environment.
• Willingness to participate in ongoing training and professional development programs.
• Willingness to adhere to Customer Support Center metrics and performance goals.
• Paid Time Off (PTO) & Holiday Pay according to company policy
• Continuous training and development opportunities